How to put unsubscribes, bounces and other “negative” email signals to work with Outfunnel

About one user every week asks us, “What’s the best way to handle unsubscribes? How can we make sure that if someone unsubscribes, they are removed from all lists? And is there a way to communicate unsubscribes to our sales team?”

We built Outfunnel with this in mind, so here’s a comprehensive answer about the best way to manage unsubscribes, bounces and other negative email actions. In fact, I believe negative email signals are so important they need a name. We’ve started calling these tactics inverse email strategies

The two kinds of unsubscribes. Which one is relevant for you?

Companies fall into two broad groups when it comes to unsubscribes.

The first type mostly emails people who they already have an existing relationship with. There are customers that need to be kept up to date with product news, prospects that need to be educated with useful content, partners and affiliates, and many other types of communication.

Unsubscribing from one type of emails doesn’t necessarily mean that they want to “break up” with the organization emailing them. This just signals that a particular type of message is not welcome (anymore). 

The second type mostly emails to strangers, people who don’t necessarily expect to be emailed. In the context of cold emails, an unsubscribe usually means “leave me alone”. And it’s not the best practice if leads have to unsubscribe from each type of email separately.

With Outfunnel you can easily manage both kinds of unsubscribes

If you’d like people to be able to unsubscribe from different kinds of emails separately, you’d need to create a unique Mailchimp Audience for each type of email along with a Pipedrive custom field that reflects email status. For example:

When you configure how Outfunnel records unsubscribes in Pipedrive, you’ll see all single-option custom fields listed. Choose the relevant one, or have Outfunnel create a new single-option custom field in Pipedrive. 

You can then configure Outfunnel to update Pipedrive when someone unsubscribes, so that only the custom field relevant for that specific Mailchimp audience in changed. (This means they’ll remain subscribed to all other Audiences).

If you’d like to unsubscribe people from all types of emails once they’ve unsubscribed from any email, set up only one single-option custom field in Pipedrive to reflect email status (or have Outfunnel create it). Then, configure Outfunnel to update that field if someone unsubscribes.

Then, use that field in each Pipedrive Filter that defines email recipients. Simply add a condition that excludes anyone with “Subscribed to newsletter” status set to “No”.

Finally, it’s a good idea to have Outfunnel create a Note upon someone unsubscribing, so that you or your sales consultant knows that this person has stopped receiving marketing messages.

Turn unsubscribes into sales opportunities

Smart companies, whether in the first or second group above, may want to turn unsubscribes into a sales opportunity, or at least an opportunity to learn. 

If someone unsubscribes, what does that signify? Was it that…

You’d want to know, right?

This means an unsubscribe is a good signal to get in touch, because then you can understand more about what happened. You can almost always learn something – why they’ve unsubscribed, where they are in the sales process, how can you improve your marketing messages. Of course, when you do reach out, take off your sales hat and be genuinely curious and helpful. This, somewhat paradoxically, is your best bet for closing a sale.

What are “email bounces” and how they are relevant for sales

When someone’s email “bounces” this means that it was not possible to deliver an email to that address. A “hard bounce” means the address is not valid, a “soft bounce” refers to temporary issues like inbox being full.

In sales context email bounces typically mean that they’ve changed jobs. And so you probably want to do two things:

You can configure Outfunnel to create new “Newsletter bounce” custom activities when you set up or edit a “Mailchimp to Pipedrive” automation. And you can later create a filter in Pipedrive for these activities to create a list of people to follow up with.

Good luck with “inverse email strategies” and turning email unsubscribes and bounces into sales opportunities!

Written by Andrus Purde